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Putranti, Latifah
Department Of Management, Universitas PGRI Yogyakarta
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Journal : Journal of Management and Digital Business

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Pengaruh e-service quality dan e-trust terhadap e-loyalty dengan e-satisfaction sebagai variabel intervening pada pengguna e-commerce shopee di Surakarta Ilham Karin Rizkiawan; Latifah Putranti; Dela Puspita
Journal of Management and Digital Business Vol. 2 No. 3 (2022): Journal of Management and Digital Business
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jmdb.v2i3.576

Abstract

This study is entitled The Effect of E-Service Quality and E-Trust on E-Loyalty with E-Satisfaction as an Intervening Variable for Shopee E-Commerce Users in Surakarta. This study aims to determine electronic service quality and trust's effect on electronic loyalty, with electronic satisfaction as an intervening variable. This research is quantitative research with a survey method. The population of this study is consumers who have made purchases on the Shopee website more than once. The sampling technique used purposeful sampling with a total sample of 205 people. The data collection technique uses an online questionnaire that has been tested for validity and reliability. The data analysis technique used to answer the hypothesis is path analysis. The results of the study show that there is a positive effect of e-service quality and e-trust on e-satisfaction. There is a positive effect of e-service quality and E-Satisfaction on E-Loyalty. There is a positive and significant effect of e-service quality and e-trust on e-loyalty, which is mediated by the e-satisfaction of Shopee E-Commerce users in Surakarta.
Co-Authors ADITYA NUGRAHA Al-Farisi, Mohammad Amiruddin Anindita Imam Basri Arista Yesi Saputri Aryandha, Pradita Nindya Aulia Uswatun Baliawan, Prastara Rangga Dito Chandra Wisnu Utomo Dela Puspita Doni Hermansyah Elfira Sheva Damayanti Era Manya Sumantri Eva Puspa Fitriani Nur Annisa Hapsari Dyah Herdiani Herdiany Hapsari Dyah Herdiany Hapsari Dyah Herdiany Hapsari Dyah Herdiany Hapsari Dyah Herdiany Hapsari Hapsari Dyah Herdiany Hapsari Hasbi, Syahrul Herdiany, Hapsari Dyah Ilham Karin Rizkiawan Kamara, Haris Mia Setia Muhammad Amiruddin Al- Farisi Muhammad Iqbal Birsyada Nareswari, Ninditya Nasrul Hidayah Ninditya Nareswari Nuraini Desty Nurmasari Nuraini Desty Nurmasari Nurani Desty Nurmasari Nurmasari, Nuraini Desty Pradita Nindya Aryandha Pradita Nindya Aryandha Saputri, Arista Yesi Sigit Handoko Sriariani Tabun, Putri Tabun, Putri Sriariani Trias Setiawati Zuhani Dwi Prasetyo